[Hiring] Application Support Specialist @Sedna

Role Description

We are seeking an Application Support Specialist to join Sedna to help deliver on our promise of world-class support to our customers. This position requires a deep understanding of troubleshooting, root cause analysis, and software solutions to effectively resolve customer issues. This is a hybrid or remote role depending on where you are based - South Africa, Greece or other timezone aligned location.

• Issue management: Handling incoming customer requests by triaging and ensuring timely resolution. Identify, analyse, and document trends in customer issues, including systematic identification and reproduction of bugs for the product development teams, which will involve a rotating weekend on-call. Skilled in identifying and resolving common API errors, including interpreting logs and working with technical teams to diagnose integration, UI, and bug-related issues.
• Customer interaction and brand representation: Creating positive customer experiences as a dedicated brand ambassador by promptly and effectively resolving a variety of enquiries through considerate and personalised responses.
• Collaboration and communication: Contributing to product development by testing new features and bug fixes, while proactively surfacing valuable customer feedback for ongoing improvements. Facilitate seamless support issue handoffs across different regions and time zones.
• Knowledge management and documentation: Enhancing customer support through the creation of comprehensive knowledge articles. Leverage insights from customer interactions and feedback to continually improve and expand the knowledge base.
• Continuous learning and skill enhancement: Staying informed of product features and changes to provide accurate and up-to-date support to best assist our customers.

Qualifications

• 3+ years of experience in customer support for a software company.
• Ability to speak and write in English at a business level, confident in interacting with English-speaking enterprise clients.

Requirements

• Technical understanding: Passion for technology and ability to work with computers and mobile devices, coupled with the ability to articulate technical processes in a universally understandable manner.
• Problem-solving and resourcefulness: Troubleshooter using curiosity, empathy, and logic to identify and understand issues. Resourceful and proactive in overcoming obstacles and seeking help when needed.
• Customer focused: Actively listen to and empathise with customers to understand issues; convey information with compassion and clarity.
• Professional communicator: Able to translate technical concepts into easily understandable language for customers and communicate clearly and professionally, both verbally and in writing.
• Proactive ownership: Responsive to tasks and inquiries, taking ownership and a proactive approach to assigned responsibilities and problem-solving. Demonstrate sound judgement in knowing when to escalate issues for resolution.

Our Values

• Stay Ahead, Stay Agile: We don’t just adapt; we anticipate change and act with confidence. Curiosity, data, and customer insights help us stay ahead of the curve. We embrace challenges as opportunities and remain resilient under pressure. By staying open to new ideas and ways of working, we lead the future.
• Execute With Focus: We turn strategy into action, delivering measurable results that matter. Every initiative counts; discipline and ownership drive business impact. We make smart decisions with speed, balancing pace and precision. Clear priorities keep us focused on what moves the needle.
• Work Together, Win Together: Collaboration is our superpower; we succeed as one team, internally and with customers. We co-create solutions, seek feedback, and build the future of the OS together. Strong relationships are built on trust, respect, and shared goals. By aligning across teams and with customers, we unlock greater impact.

Company Description

Sedna is at the forefront of revolutionising global trade, serving as the North Star for businesses navigating the complexities of international commerce. Our AI-powered platform is designed to make global trade more efficient, transparent, and sustainable. As we continue to grow and innovate, we are looking for exceptional talent to join our journey and contribute to our mission of transforming global trade.

You can find out more about us on our website: sedna.com